The player from Germany requested 2 withdrawals and after 2 weeks of waiting for the payments, he decided to submit a complaint. The player was advised to reissue the withdrawal request via bank transfer. A few days later, after sending the necessary documents to the casino for additional verification, the player received the payments. The complaint is resolved.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €3,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day ,
I need your help or advice.
Play recently in the online casino called Vulkan Vegas.
Deposited €3,600 in multiple deposits into my player account.
Now I've won something and wanted to have €3,000 paid out to my credit card. Haven't claimed any bonuses, am verified with confirmation.
According to the terms and conditions, you pay a sum of up to 5000 € within 5 working days.
I applied for the payout on February 2nd, 2022 and asked about it after about a week. It said patience it's in progress. After repeated inquiries no concrete result. Also yesterday on 02/15/22 after 2 weeks again written, allegedly it will be transferred immediately they told me. Nothing happened today on 02/16/22. I'm skeptical now. I chose this casino because it has positive reviews online and a license for Germany.
I have earned a total of €16,000 and would like to have it paid out, but it doesn't work on the first payout.
What can I do now to get my money?
Kind regards Jacob
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2 years ago
Dear Jakob,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
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Additional comments from the player:
"Hi, thanks for the quick response.
Yes, this is my first payout!
Didn't claim any bonus!
Greetings Jacob"
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2 years ago
Thank you, Jakob, for your reply. Could you please forward any supporting evidence that your account has been successfully verified already? You can upload any screenshots here or forward them to petronela.k@casino.guru.
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2 years ago
Thank you very much, Jakob, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello, Jakob,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Vulkan Vegas Casino Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment?
Thank you in advance for providing the information.
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2 years ago
Dear all,
The player currently has over 14k EUR on their balance. But there is no a single withdrawal request.
Dear @Jakob please kindly understand, we cannot make a request for you; please navigate to the cashier and make one.
Thank you in advance!
Kind regards
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2 years ago
Thank you Vulkan Vegas Casino Team for your reply.
Dear Jakob,
Could you please check the cashier section in your gaming account in Vulkan Vegas Casino? Can you provide us with a screenshot of the pending withdrawal request?
We are looking forward to hearing from you.
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2 years ago
Translation
The money was requested for a payout on 02/02/2022!
On 02/06/2022 and 02/08/2022 it was deducted from the player account for processing. Nothing has happened since then.
In the live chat I was told that the money will be transferred on February 15th, 2022 (screenshot) but I have not received anything to date.
regards
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2 years ago
Dear jakobf
I can indeed see that the transaction are being processed by the payment provider. Unfortunately, we cannot influence or speed up the process.
We also would recommend using bank transfer payment option for withdrawing such amounts.
Thank you for your patience and cooperation.
Best regards
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2 years ago
Dear jakobf,
Thank you very much for the update and for sharing the screenshots.
At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
I will keep this complaint open until your confirmation regarding successful withdrawal.
Please let us know as soon as you receive the payment(s).
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2 years ago
Translation
Hello Branislav,
Unfortunately, nothing is happening at all, since you've applied for the payment, it's been 21 days.
I applied for a payout on 03/14/2022. It was first split into €400 and included in processing. Today after 9 days everything is rejected.
What else should I do?
Would like to continue playing at Vulkan Vegas but why don't they pay me out? It's really frustrating waiting so long for the money.
regards
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2 years ago
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The representative of Vulkan Vegas wrote that I can also request the payment via bank transfer.
According to the terms and conditions, this is not possible!
The withdrawal must be made using the same method as the deposit.
Greetings Jacob
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2 years ago
Dear jakobf,
Thank you for the update. Allow me please to ask you a few questions for clarification.
What is the status of your original disputed withdrawal requests (€1,000 and €2,000)?
Why did you request other withdrawal requests and why of those amounts? Were you advised to do it by the casino's support?
The casino representative recommended you (above) use the bank transfer for withdrawing, and I found this rule in Vulkan Vegas Casino's terms and conditions:
"8.18. Other options and terms of withdrawal may be negotiated individually with the Website Administration."
Were you provided with a bank transfer option for realizing a withdrawal before? Did you ask about it?
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2 years ago
Translation
Hello Branislav,
The €3000 (€2000 and €1000) are still outstanding.
Requested a payment of €4,500 which was split into €400 and €100 by the casino.
And then rejected.
You can request multiple payments if I'm not mistaken?
I contacted the live chat today but after waiting 10 minutes I was kicked out of the chat and onto the main page.
I also wrote an email to the casino! No Answer!
Then how can I ask for a bank transfer if I can't get in touch with email or live support.
greeting
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2 years ago
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I just want my money paid out. Why is this so complicated?
Deposits can also be made immediately and without long waiting times.
greeting
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2 years ago
Thank you, jakobf, for the explanation, it is clear now.
Dear Vulkan Vegas Casino Team,
Could you please inform us about the real status of the player's payments? If the payments were approved/processed, there should be an estimated time frame. When can the player expect the payments? Can you help us to speed the process up from your end?
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2 years ago
Dear jakobf
Please kindly make a withdrawal request via bank transfer.
Thank you in advance. For the time being, we've applied the limit on gambling to prove, that the Casino is not aiming to keep the money.
Thank you in advance.
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2 years ago
Hello, Vulkan Vegas Casino Team,
Were/will be the original disputed payments of €1000 and €2000 rejected?
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2 years ago
Dear jakobf,
I recommend you follow the instructions above and reissue the withdrawal request via bank transfer.
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2 years ago
Hello all,
I would like to confirm that the player has made the withdrawal requests via bank transfer.
The requests will be processed accordingly. The total amount for withdrawal exceeds 18k EUR.
Thank you, jakobf, for your cooperation!
Best regards
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2 years ago
Greetings all,
Thank you, Vulkan Vegas Casino Team, for providing the update.
Dear jakobf,
At this point, I sincerely believe it should only be a matter of time before the payment(s) comes to you.
I will keep this complaint open until your confirmation regarding successful withdrawal(s).
Please let us know as soon as you receive the payment(s).
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2 years ago
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Hello everyone involved,
I would be very happy if everything worked out as written by Vulkan Vegas.
regards
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2 years ago
Translation
Hello dear Casino Guru team,
So far it has worked quite well with the payout.
Unfortunately, a payment of 2000 euros is still pending, which was rejected.
The casino asks for other documents like a bank statement.
Yesterday they transferred money to my account and today it suddenly doesn't work anymore.
Also, they banned me from the games.
I wrote to the support and asked, the answer was I have a problem with gambling. But only been playing for a month.
Kind regards Jacob
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2 years ago
Dear jakobf
Placing a gambling limit was a precaution measure for you not to lose the money and blame the Casino of it. We did want you to withdraw your winnings.
If you give your permission - we can remove the limit.
Thank you for understanding
Best regards
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2 years ago
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Yes, I give permission because I would like to continue playing at Vulkan Vegas.
Thanks
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2 years ago
Hello, jakobf,
Regarding the withdrawals, what is the current situation of your withdrawal requests?
The casino confirmed to us you made the withdrawal requests via bank transfer.
"The requests will be processed accordingly. The total amount for withdrawal exceeds 18k EUR."
What is the status of your original disputed requests (€1000 and €2000)? What amount did you already receive from the casino? If the original withdrawals were rejected and you already received more than the disputed amount, via another payment method, what are your further expectations? Please note that the casino has the right to require a document from the player for verification, anytime, especially in the case of higher amounts.
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2 years ago
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Dear Casino Guru Team, I would like to thank you very much for your support.
Got paid for everything!
Also at this point thanks to Vulkan Vegas that it turned out to be positive.
Kind regards Jacob
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2 years ago
What great news! Thank you, jakobf, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, too, Vulkan Vegas Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
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